Brunilda Kasa

Promoted rapidly due the exceptional performance and leadership skills

• Leading the floor during service, ensuring smooth operations, and consistently high service standards.
• Taking a hands-on, supportive approach on shift, working alongside the team to reduce pressure, anticipate issues, and keep service running smoothly.
• Supporting, motivating, and developing staff by being present and available during service, building trust and confidence under pressure.
• Acting as a key link between front of house, kitchen, and management to maintain clear communication during busy periods.
• Resolved customer complaints and service issues calmly and professionally, ensuring guest satisfaction remained a top priority.
• Trained and onboarded new team members, established clear expectations, and provided ongoing support to enhance performance on the floor.
• Managing daily operations including staff shifts, opening and closing procedures, stock support, and compliance with health and safety standards.

• Managed reservation inquiries through telephone, email, and in-person interactions, ensuring exceptional customer service.
• Coordinated both small and large-scale events, conferences, and seminars with precision.
• Cultivated strong relationships with repeat guests by recognizing preferences and personalizing services.
• Processed payments and dispatched confirmation details to customers via email or mobile application.
• Compiled reports on reservation activity for senior management evaluation.
• Participated in team meetings to review performance targets, guest feedback, and operational enhancements.
• Led weekly team meetings to distribute tasks and review challenges or successes from prior bookings.

• Motivated and led retail team to achieve sales targets and uphold brand standards.
• Handled daily cash management and generated comprehensive reports.
• Opened and closed store operations efficiently, ensuring security protocols.
• Trained new team members on operational procedures and customer service excellence.
• Resolved customer issues and escalated concerns to maintain satisfaction levels.
• Supervised daily production activities, monitored employee performance, and addressed inefficiencies to optimise workflow.